Team Leader Service desk
Abu Dhabi media
Total years of experience :16 years, 7 Months
• Provided single point of ownership for delivery & operations between the business units and the internal or external technology community.
• Understand and translate the business needs to appropriate tasks for the respective domains and responsible / accountable for end-to-end project delivery
• Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management and telephony.
• Lead the team of 16 desktop support engineers; provided direction for soft skills and technical guidance; direct reports regarding day to day activities to IT Management.
• Ensure continuous communication and coordination with the users / sites in the event of a Priority1 / 2 and facilitate business continuity during service outages.
• Participate in the change control process as per requirement
• Validate service availability of infrastructure and applications, publish periodic health check reports and scorecards and attend reviews with business units
• Ensure to provided best IT Support to more than 1500 users at all times spanning across
• Conducted annual Survey to measure the efficiency of the services offered to business
• Created Processes to align IT Strategy with business using ITIL best Practices
• Conducted training for the Staff on how to use application
• Chaired/Hosted the Incident Management and problem management meetings to reduce reoccurring Incidents/problems
• Provided documentation on various critical operations in support like start-up, shut down and first level troubleshooting of processes to help desk staff.
• Consistently achieved agreed SLA with minimal re-opened incident.
• Researched new vendors and partners to obtain the most cost-effective pricing for IT equipment resulting immense savings for the company
• Lead the team of 24 desktop support engineers & helpdesk desk staff; provided direction for soft skills and technical guidance; direct reports regarding day to day activities to IT Management.
• Implementation of centralized Helpdesk to support the business
• Project coordinator for the automatic check deposit system for central bank U.A.E
• Administration/System admin of Remedy BMC for Helpdesk
• Implemented Remedy Ticketing system with asset management module
• Call center solution implemented (Avaya)
• Quarterly surveys for the IT helpdesk services across bank wide network and implement corrective actions
• Implementation of outsourcing model to leverage manpower at a lower cost as compared to direct hiring.
• Ensure that Helpdesk operates on the ISO 27001 procedures/process and an active member of the Service Quality Department.
• Vendor Management - negotiate better terms and conditions based on market growth and doing comparative analysis (Risk Analysis and Business Analysis)
URL removed due to policy violation. Please contact support for further information.